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Role Overview

The Program Director will be responsible for end-to-end ownership of large, complex IT infrastructure and cloud services programmes for strategic enterprise customers.
This role carries accountability for service delivery, customer satisfaction, financial performance, governance, and transformation initiatives, while acting as the primary senior interface to customer stakeholders.

The role requires strong leadership across global delivery teams, deep experience in data centre, cloud, and modern workplace services, and the ability to drive continuous improvement and growth within an account.

Key Responsibilities

Programme & Service Delivery

• Own end-to-end delivery of managed infrastructure and cloud services including on‑premises data centres, hybrid cloud, and platform services.
• Ensure SLA adherence, service stability, risk management, and operational excellence across all towers.
• Lead governance structures including QBRs, MBRs, service reviews, and escalation management with senior customer stakeholders.
• Act as the single point of accountability for customer satisfaction and ACSAT outcomes.

Customer & Stakeholder Management

• Build and maintain trusted relationships with senior customer leadership and key decision-makers.
• Represent the service provider at executive forums, steering committees, and transformation reviews.
• Manage escalations proactively and drive resolution with speed, transparency, and ownership.

Financial & Commercial Ownership

• Own revenue, margin, and cost governance for the account or programme.
• Drive financial discipline through forecasting, cost optimisation, and efficiency initiatives.
• Support contract governance, renewals, audits, and commercial discussions in partnership with sales and finance teams.

Transformation & Growth

• Lead infrastructure modernisation and transformation programmes, including:
• Data centre consolidation and migration
• Cloud adoption (Azure/AWS)
• Platform standardisation and automation
• Identify and drive incremental revenue opportunities, new projects, and value-added services within the account.
• Sponsor innovation initiatives that improve resilience, security, and customer experience.

People & Leadership

• Lead and mentor large, multi-location delivery teams, primarily based in India with on-site leadership in customer locations.
• Build strong succession plans, talent pipelines, and leadership capability within the account.
• Foster a culture of accountability, continuous improvement, and customer-first mindset.

Required Experience & Skills

Experience

• 15+ years of IT services experience with significant exposure to large enterprise customers.
• Proven experience as a Program Director, Delivery Director, or equivalent senior role.
• Strong background in:
• Data centre operations and SDDC platforms
• Hybrid cloud and public cloud (Azure/AWS)
• Managed services and ITIL-based operations
• Experience managing multi-million-dollar programmes with P&L responsibility.

Technical & Domain Expertise

• Infrastructure services (Compute, Storage, Network, Backup, DR)
• Cloud platforms and modern workplace solutions
• Service management, automation, and monitoring platforms
• Strong understanding of security, compliance, and governance in enterprise environments

Leadership & Behavioural Skills

• Executive-level communication and stakeholder management
• Strong decision-making under pressure and escalation scenarios
• Ability to lead cross-cultural, global teams
• Commercial acumen and outcome-oriented mindset

Certifications (Preferred)

• ITIL (Foundation or higher)
• Cloud certifications (Azure / AWS)
• Programme or project management certifications (PMP, PRINCE2, SAFe – desirable)

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